features

New PLDT executives talk about culture transformation

by
Katrina A. Mallari | Mar 13, 2017

Leaping towards the digital pivot, the PLDT
Group continues to ignite innovation within
the organization, enabling a culture that
thrives on an agile work environment and
delivering awesome customer experience.
Delivering on the customer promise

PLDT Chief People and Culture Officer Liza Sichon
shares new perspectives and insights in transforming
the Company’s culture. Having worked in Silicon
Valley equipped with a diverse background in HR
looking through the lens of both a practitioner and
as a consultant, Sichon emphasizes how the ongoing
business transformation needs to run parallel with a
culture transformation roadmap that will draw from
the collective strengths of our people to hasten our
momentum in re-establishing undisputed market
leadership.

Taking the steps
to create an ideal
corporate culture
certainly takes
time. It is critical
to first assess the
current culture –
what works and
what needs to
change. Sichon
and her HR team
recently launched
a culture survey
to help determine the Company’s three-year culture
transformation roadmap. “Based on the results of our
survey, we will implement plans to take us to our ideal
culture,” Sichon said.

Furthermore, Sichon also emphasizes the need for a
strong customer promise that engages employees to
become brand and culture ambassadors in propelling
the Company to greater heights. Sichon shares that
together with the top management team (TMT), she is
committed to help enable our people to deliver awesome
customer experience
across all touch points
through a superior
network and reliable
products, services, and
touchpoints. Change
starts from within and
the kind of employee
experience shaped by
the corporate culture will
also determine the kind
of customer experience
the Company offers.

“We need to be focused
on our strategic roadmap
so we can have the
culture and talent
to make us the top
employer in the country,”
Sichon added.

Admittedly, Sichon says
that transforming the
Company culture will be
a challenge that requires
team effort, persistence, and continuous collaboration.
For her, having clarity in terms of the Company’s goals
and objectives is key for this turnaround. In this digital
era, she believes that being consistent with the Company’s
transformation efforts will enable
significant changes to eventually
happen within the company.

“For us to be relevant in the
new digital world, we need to
adapt and learn new ways. As our
Chairman says, we need to have
the humility and mental honesty
to learn new ways of delivering
our customer promise,” Sichon
said.

Fostering a customer-centric culture

With an extensive background in advanced data
analytics (ADA) and customer-centric marketing, PLDT
Chief Customer Experience and Data Analytics Advisor
Ralph Brunner reveals his key strategic priorities in line
with the PLDT Group’s digital transformation. “I see a
tremendous opportunity for enhancing the partnership
and collaboration across the companies in the Group,
and creating new, exciting value propositions that bring
together benefits from different lines of business to make
an even bigger impact on the customer’s life,” Brunner
said.

Brunner divulges the current state of the Group’s customer
experience efforts and commended the great work of
the employees. He also underscores the importance of
mixing well data analytics with these efforts to champion a
personalized customer experience.

“'Personalization' is another critical
theme. We can leverage ADA tools
– such as advanced data modelling,
behavioral economics, and dynamic
learning – to help personalize and
improve our customer experience,”
Brunner said.

As he takes on the role, Brunner
aims to make a real difference in the
lives of the customers. Anchored on
partnership and collaboration, he plans
to work closely with the businesses to
create data insights and deliver more
personalized and relevant customer
experiences. “We’ll measure the impact we have with
customers on a Customer Value Scorecard, which will
include customer experience and incremental revenue
measures,” Brunner said.

“In short, we’ll partner closely with the
Business and Network teams to deliver a
strategic business system for advanced
data analytics and customer experience,
measure results, and celebrate victories
together with our partners,” Brunner
added.

Reigniting growth through better
customer understanding

With a rich background on the
telecommunication industry,
Transformation Adviser Keith Walter
pores on the prevalent situation in the
Company, which is facing a challenge in
the continuous growth of the Company.
Despite the rapid change in technology,
Walter underscores key strategic plans
in order to bring advancement and
development in the Company.

“My experience tells me the secret to
success is being clear on where you want
to finish and getting there as quickly as
possible with as few changes as possible.
Changing an organization is hard
work,” Walter said. “Everyone needs
to understand two key success factors – why we need to
change and how we are going to accomplish the change.”

“In PLDT’s case, we have a rich history and great brands.
We simply need to do a better job of understanding our
customers and then align our execution to re-ignite our
growth,” Walter added.

Collaborating on leadership, Walter emphasizes the need
for a strategic alignment of visions and goals, ultimately
enabling further growth in the Company. “I hope to
gain leadership alignment on specific milestones and
metrics that support our growth and transformation;
assisting PLDT in solving any problems that stand in the
way of our success; and facilitating internal and external
communications that give our employees and investors’
confidence that PLDT is on the right path in its digital
pivot journey,” Walter said. CC:

This article was written by a real thinking writer. I agree many of the with the solid points made by the writer. I’ll be back.ganhar seguidores

Edward |May 22, 2018

Fortnite Battle Royale as its name brings the players a battle royale game. Epic Games is known as the developer and publisher of this one that as first bring Windows, Mac, PS4, Xbox One fortnite settings

KAld |May 22, 2018

Right away this website will probably definitely usually become well known with regards to most of website customers, due to the fact careful accounts and in addition tests.
criminal defense lawyer atlanta

edward |May 22, 2018

Fortnite Battle Royale as its name brings the players a battle royale game. Epic Games is known as the developer and publisher of this one that as first bring Windows, Mac, PS4, Xbox One <a href="http://www.purevolume.com/Jefferymoore" target="_blank">fortnite settings</a>

Edward |May 22, 2018

Fortnite Battle Royale as its name brings the players a battle royale game. Epic Games is known as the developer and publisher of this one that as first bring Windows, Mac, PS4, Xbox One <a href="http://www.purevolume.com/Jefferymoore" target="_blank">fortnite settings</a>

Edward |May 22, 2018

Fortnite Battle Royale as its name brings the players a battle royale game. Epic Games is known as the developer and publisher of this one that as first bring Windows, Mac, PS4, Xbox One <a href="http://www.purevolume.com/Jefferymoore">fortnite settings</a>

Awesome page, really liked all the look at. Document was first too heavy for quite some time and additionally Document made an effort lots of different ways and additionally barely any performed. some times gone I stubled onto an exceptional tactic which usually gets results in my position really well
thermo burn xtreme

Jean Fowler |May 19, 2018

It's always equally an exceptional write-up it's my job to undeniably appreciated checking out. It is far from conclusively day-to-day it's my job to improve the way to determine just about anything.
this minecraft mods article here

I’ve read some good stuff here. Definitely worth bookmarking for revisiting. I surprise how much effort you put to create such a great informative website.DETECTIVE MADRID

daniyal157 |May 17, 2018

Promax7 is a brand new Ethereum mining hardware that is set to revolutionize the industry, shake things up and reinvent the way Ethereum mining is done. Promax7 is a unique hardware that is the product of years of intensive research into producing the perfect mining rig for Ethereum as well as other altcoins such as Zcash, which will produce the highest possible yield for its users, consume a bare minimum amount of power, require little extra cooling, and also be completely secure from outside interference.
Eth Miner

Angela lee Lynch |May 17, 2018

Instantly this web site will irrefutably frequently end up being notable regarding all weblog consumers, due to diligent reviews as well as checks.
David Muera

daniyal157 |May 17, 2018

Promax7 is a brand new Ethereum mining hardware that is set to revolutionize the industry, shake things up and reinvent the way Ethereum mining is done. Promax7 is a unique hardware that is the product of years of intensive research into producing the perfect mining rig for Ethereum as well as other altcoins such as Zcash, which will produce the highest possible yield for its users, consume a bare minimum amount of power, require little extra cooling, and also be completely secure from outside interference.a href="https://promax7.com/product/promax7-ethereum-gpu-miner-7-1/">Eth Miner

Looking towards reading more. Good article.Really thanks!Many thanks very for you post.Really getting excited about study more.I value the article.Really many thanks! Much obliged.Really loved this short article post. Cool.Thank you for the blog.Really thanks! Fantastic.Thank you very for you post. Hold writing.I cannot thank you enough for the blog.Really thank you! Fantastic.canada investors immigration

So i am attached to products write-up. It truly is good for explore families verbalize at the cardiovascular system aside from awareness to achieve success critical look is invariably simply just noticed.
navigate to marketing1on1.com

This is my first time i visit here and I found so many interesting stuff in your blog especially it's discussion, thank you.super bomberman

daniyal157 |May 15, 2018

Im obliged for the post.Much thanks again. Can study on...Say, you got a great article.Thanks Again. Keep writing.Hey, thanks for the article. Great.Thanks for the blog.Much thanks again. Really Great.Thanks therefore significantly for this article post.Thanks Again. Great.I believe this can be a actual great article. Significantly obliged.Thank you very for you post.Much thanks again. Awesome.Say, you got a nice article post.Really many thanks! Really Great.best steam iron for clothes

Zonnepanelen-centrale.be |May 14, 2018

I was lucky to have found this blog and I found this very interesting and entertaining to read. Thank you from www.soloya.be and https://zonnepanelen-centrale.be Zonnepanelen | Warmtepompen |
Warmtepompen

Great job here on _______ I read a lot of blog posts, but I never heard a topic like this. I Love this topic you made about the blogger's bucket list. Very resourceful.
http://blog.xuite.net/qianyuanzhongxi

Tina |May 12, 2018

Thanks for all the lovely tips. I have now subscribing some of your previous work for sure I have a good reading weekend.. white oak grilling plank

Liza |May 12, 2018

I read your blog regularly and really appreciate all your amazing blog. Thanks so much and more power! white oak grilling plank

Angela lee Lynch |May 12, 2018

To view purchased for your web page yet preparing medication evidently very bit of little submits. Acceptable technique for opportunity near future, Our company is book-marking at a stretch acquire styles avoid increases alongside one another.
best cataclysm private server

Ethan George |May 12, 2018

That's internet marketing special deals plans as a way to important consider before ad. Be more successful to put in writing more advantageous put along these lines.
przedmioty z najnowszych kolekcji

Miller |May 12, 2018

Without difficulty these pages may irrefutably potentially often be famous concerned with lots of blogs and forums men and women, so that you can it has the hardworking content and also beliefs.
Veri Kurtarma